Complaints

This profile includes complaints for Tech Angels Appliance Repair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tech Angels Appliance Repair

  Coquitlam, BC V3B 1B8

  
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  Tech Angels Appliance Repair

  2106 3096 Windsor gate Coquitlam, BC V3B 0P4

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warranty ranges 1-5 years. After they diagnosed ($126) my 2.5 years old dryer on Jan 2/25 they said the control board was broken. The control board is covered by warranty. When I spoke about the part potentially being covered by warranty and I try to secure the part, there was no mention of this "policy". I even asked them for the report so that I could provide it to warranty. Only after I was able to confirm that I could secure the part I was told it was their policy that they would not install parts provided by customers or "ordered from an unknown seller". I offered to connect them from with the dedicated warranty representative ************************** to get the part. They didn't even offer to look into to see where it's from. I called headquarters, *** is their representative, this is as legitimate as it could be. Why would they refuse to take it? At least look into it. It is common practice for a technician to conduct service on a warranty part. HQ, *** and a few other companies told me the same thing. I believe it is to either profile off the part and labour or straight just the diagnosis fee. As total cost would be more than half of a the replacement, the recommendation is to buy a new one. Labour charge is higher than some others, but that could just be business. I feel that their policy which cannot be found anywhere is a made up excuse to charge extra for their parts or make the initial $126 and not do anything. It would have costed an additional $290 on top of labor of $250. I requested for their policy, they sent me to their website and I cannot find it. I think it's the loophole to get you in trying to use ****** guarantee (which coincidently doesn't cover diagnosis), then refuse to service when profit margin is low. They already made $126 for a 10 minute job (expected for all companies). After careful searching through, their promises on the website is inconsistent. 90 day, 180+ day, and 365 day warranty. Missed updates or purposefully misleading

  

  Business Response

  Date: 18/01/2025

  We sincerely appreciate this input, as it allows us to learn and improve the future experience of our customers. We want to address this concern thoroughly. Below, we will describe a history of the communication and a description of our service. 
  
  Mon Dec 30th, 03:47PM
  The customer called Tech ********************** to inquire about a quote for fixing their Bloomberg dryer, which was suspected by the customer of having a broken thermal fuse. The dispatcher explained that a quotation couldn't be provided over the phone, but a technician could be sent out for a $120 diagnostic fee, which would be credited towards the repair if they proceeded. The call concluded with the customer acknowledging the information.
  
  Tue Dec 31st, 08:44AM
  The customer called Tech ********************** again. The customer informed Tech ********************** that their ******** dryer broke, likely due to a problematic thermal fuse, and wants to schedule a repair. The available technician appointment was on Jan 2nd in the afternoon. The customer provided name, contact, and address details to schedule the appointment. The customer did not provide information on the dryer's warranty terms or the age of the appliance.
  
  Thu Jan 2nd, 02:17PM
  The technician arrived at the customer's location (Working day on the New Year holiday with no extra charges). 
  
  Thu Jan 2nd, 02:50PM
  The technician completed the diagnostics of the dryer with the following outcome:
  - The source of the power supply was checked.
  - The dryer terminal was checked.
  - The control board was identified as faulty (not a thermal fuse).
  - The customer was advised to contact ******** to check if the warranty service could be provided by ******** in order to save money on the repair.
  
  Fri Jan 3nd, 09:34AM
  The supplier requested information regarding the spare part (couldn't be done sooner due to the New Year's Holidays).
  
  Fri Jan 3rd, 10:16AM
  The customer called asking for a diagnostic report on a dryer from a technician's visit. They needed it sent to ********* for warranty parts coverage. The customer provided an email address to receive the diagnostic report.
  
  Fri Jan 3nd, 03:41PM
  The information regarding the spare part was received from the supplier. The part was available in stock.
  
  Sat Jan, 4th, 11:24PM
  The estimate on the repair was provided based on the information received from the supplier. No markup was applied to the cost of the part as it is not in our rules to make a profit on parts. Tech Angels profits from the positive repairs. Also, the diagnostic report was included in the same email as the customer requested the day before. (The official day off of the technician).
  
  Jan 7th, 11:00AM 
  The customer was informed again via text message that Tech Angels never installs parts provided by customers or ordered from any unknown seller due to liability policies. As we always have access to OEM parts, we adhere strictly to our policy of using only OEM parts purchased from the proven supplier. This ensures the peace of mind and guarantees the quality of repairs.
  
  Jan 7th, 11:53AM
  The customer was informed again via text message that Tech Angels is unable to assist them in fixing the dryer using the part provided by the customer, as it is in violation of our policy. The dispatcher recommended that the customer contact the warranty service for the installation of their part.
  
  Tue Jan 7th, 12:20PM
  The customer called and left a voice message. The call was made to inquire if Tech Angels could assist with parts replacement (provided by the manufacturer under their warranty), despite the business policy not covering that. They requested a callback.
  
  Tue Jan 7th, 12:32PM
  The dispatcher called the customer back as requested. A customer complained regarding the installation of a warranty part for her appliance. They were informed again about the company's policy and told that installing third-party parts is against policy. The dispatcher promised to check with management for an exception but couldn't make any promises.
  
  Jan 8th, 12:26PM
  The customer was inquiring about an update on their case.
  
  Jan 8th, 12:58PM
  The customer was informed that installing third-party parts is against the policy, and Tech Angels cannot make an exclusion.
  Also, the dispatcher informed the customer that Tech ********************** is ready to provide full service by installing the part that can be ordered from our supplier.
  If Tech Angels' offer did not meet the customer's expectations, they were advised to contact *********'s warranty service for assistance with the installation of their part.
  
  Jan 8th, 09:56PM
  The customer requested a refund for a provided diagnostic service and part look-up.
  
  Jan 9th, 09:01AM
  The customer was kindly refused in their request of a refund with the following text:
  "We truly understand your frustration and regret that our efforts did not fully meet your expectations. All our terms and conditions are clearly outlined on our website (******************************) and referenced in the invoice you received. If we had been informed in advance regarding the age of your dryer, our dispatcher would have advised cancelling the diagnostic visit to save you unnecessary expenses. Additionally, we would have recommended contacting the manufacturer directly to address the issue.
  The service provided included a full evaluation of the issue, parts look-up, consulting, and reporting. Since we are able to complete the repair using OEM parts per our policies, we regret to inform you that a refund is not applicable in this case.
  During the diagnostic visit, our technician clarified that we do not provide factory warranty services and recommended addressing the matter directly with the manufacturer.
  We appreciate your understanding and cooperation. Please let us know if you have further questions or concerns."
  
  Later, we found negative reviews with information about the scamming nature of our procedures at Tech Angels and the unfair policies we use to operate. As an independent, small, but proud business, we are sure we can use any policies we want if they are written to protect the safety of our customers, guarantee the top-notch quality of repairs, meet our business goals, and respect the law.
  Also, we found that we have a complaint on the BBB portal.
  
  Eventually, to eliminate the reputational casualties, the technician contacted the customer and offered to process a refund for the amount paid by the customer for the service he provided in full several days before. The customer accepted the offer.
  

  Customer Answer

  Date: 21/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, although the response is one sided and I don't agree with all of the dialogue as it only highlights the points that makes them sound good and not the full conversation, I don't want this to become a he said she said.  I received a refund from the technician, who was very nice and admitted that they used to do the service, but with another incident the policy changed which he did not spoke about during our visit and in return I have agreed to close this. Therefore, as I hold my word, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****